Customer Relations Advisor
3 weeks ago
Job Advert
Established for nearly 40 years, the Leger Shearings Group is the leading provider of escorted holidays across UK, Europe and worldwide by luxury coach, air, & cruise.
This role will support the contact center to deliver a customer focused and effective complaints resolution for our customer. Handling all complaints, you will provide both verbal and written responses to support first time resolution.
**Key Responsibilities**
- Handle and resolve high-level complaints, public liability complaints, CEO-level complaints, and serious incidents in a timely and professional manner, ensuring adherence to company policies and procedures.
- Serve as the primary point of contact for customers, stakeholders, and regulatory bodies, providing empathetic support, clear communication, and effective resolution of issues.
- Conduct thorough investigations into customer complaints and incidents, gathering relevant information, documenting case details, and collaborating with internal departments to address root causes and prevent recurrence.
- Liaise with senior management, including the CEO and other executives, to escalate and resolve complex complaints and incidents, providing regular updates and recommendations for resolution.
- Maintain accurate and detailed records of customer interactions, complaints, and resolutions using CRM systems or case management tools.
- Stay informed about industry regulations, best practices, and emerging trends related to customer relations and incident management, leveraging insights to continuously improve service delivery.
- Uphold the company's reputation for excellence by demonstrating professionalism, integrity, and empathy in all interactions with customers and stakeholders.
**Job Requirements**
- Experience of working in the travel industry or customer service role
- Experience of achieving KPI’s
- Ability to work well under pressure
- Ability to effectively prioritise, plan and organise workload
- Ability to resolve customer issues in a professional and empathetic manner
- Strong attention to detail
- Sound interpersonal and rapport building skills
- Outstanding communication skills
- Strong written skills
- Excellent objection handling skills
**Experience**
- Experience of using internal systems to investigate customer complaints
- Experience of working to deadlines to achieve business critical activity
- Ability to resolve customer complaints as a first-time resolution
- Ability to effectively compose structured written responses to escalated complaints
- Ability to effectively communicate with internal departments to resolve customer complaints
**What's on offer**
22 days annual leave, plus an extra day per year of service until 25 days
Birthday and Christmas Eve as an additional holiday
£1500 towards one of our Leger or Shearings holidays per year
Opportunity to purchase up to 5 additional holiday days
Development opportunities through our LSG Scholarship Scheme
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